To meet the growing challenge to manage dry eye disease, high street optical practices now need an extensive range of eye drops, scrubs, treatments and detection devices.
This is where Scope Ophthalmics knew it had to develop the fullest portfolio of products to help. Based at a business park west of Dublin city centre, Optician was invited along to meet brothers Tom and John Freyne, who are third generation owners of the Irish company.
With origins as a pharmaceutical supplier, the business has over the years focused on dry eye and blepharitis with great aplomb.
In April this year though, it was not just Scope’s products but also customer service that was rewarded when it picked up an Optician Award for Supplier of the Year.
The Scope team travelled in numbers, with 14 members of staff including commercial sales director Tom Freyne clambering onto the stage to receive their prize.
On winning the Optician Award, Tom Freyne says: ‘It was a real landmark for the whole company and we have used the accolade in every way possible since, including advertising, signatures and letters.
‘Even customers simply coming over to say “well done” on the night of the Awards meant so much.’
His brother John agrees that getting recognition from customers was one of the key accomplishments of winning the Optician Award.
Asked how the company managed to win the award, he says: ‘I’d say our product portfolio coupled with customer service – because we have always tried to offer something that innovates. It is not only about winning new partnerships but also forming long-term relationships.’
Judges agreed, commenting that Scope brought together products, instruments, service and education ‘to aid the development of dry eye clinics for both eye care professionals and patients’.
Scope, which now has 88 staff in its Dublin and Crawley offices, has gradually evolved into a household name in optics from modest beginnings.
John says: ‘We were a very small team of five when we started and have slowly grown over the years. As with everything, there are always challenges but thankfully it has been mainly plain sailing.’
It has continued to listen hard to its customers, which has in-turn led to new product streams.
Tom adds: ‘We picked up valuable tips from our customers and still do today. They told us managing dry eye and blepharitis is not about one therapy option but more a complete armoury. It is about having a range and that’s what we have tried to develop over the last eight years.
‘We have met so many opticians who say they know they should do something about dry eye in their practice, but didn’t know exactly which way to go with it.’
Scope’s philosophy as a supplier is ‘to deliver innovative products that help improve patient outcomes and aid patient compliance’, said its Optician Awards entry at the start of the year.
The optometrists it serves are central to those outcomes, with a study by Scope in 2015 finding low confidence among 200 GPs, who see an average of seven patients with dry eye disease each week. Three quarters did not feel fully confident in treating the condition.
The study found one in three people aged 65 or older now suffered from dry eye, and so high street optometrists must be ready for an influx.
John says: ‘There is still more we can do with practices in terms of education and of course also with the public. Many people are asymptomatic, but most of us work in air conditioned offices, fly around more and use tablets and smartphones, all of which is putting a strain on our tear film.
‘We can say to patients “I know you can’t feel it but using a drop will improve the health of your eyes” then we are helping them in the long run. The eyes don’t repair very well so we need to educate people.’
Scope’s products are now in all the key multiples, together with 1,750 direct and 500 indirect independent customers. It has been present in ophthalmology and optometry markets, with products including the TearLab device, Hycosan range of lubricants and BlephEx treatment helping it scoop the Optician Award.
It boasts a ‘rapid response’ call back to customers in 60 minutes, in addition to a team of trained business development representatives in the field. It has also introduced of a Tear Clinic support service and accredited CET on dry eye and blepharitis.
Optical supplier of the year 2017
Winner: Scope Ophthalmics
Shortlisted:
Heidelberg Engineering
International Eyewear
No 7 Contact Lenses
Practice Building
Shamir UK
